Disputes Operations Leader — Chargeback & Recovery

Collectors Universe, Inc.; California; On-site; USD 110,891 - 170,035; Full time

Benefits offered by this job

Health Insurance

401(k) Matching Plan

Vacation

Holiday Pay

Employee Discounts

Flexible Hours

Fun Working Environment

Job summary

Collectors Universe, Inc. is seeking a Head of Disputes Operations to lead the day-to-day disputes function across our marketplace and lending-related services.

You will own the full chargeback lifecycle—intake, investigation, evidence, representment, and recovery—while maximizing recovery and maintaining regulatory thresholds. You will manage a team, develop playbooks, and partner with Fraud Operations to distinguish true fraud from service issues, ensuring timely, defensible decisions and

Qualifications

• 5+ years in disputes, chargeback, or payments operations with team leadership experience.
• Hands-on knowledge of card-network dispute rules and the lifecycle.
• Experience managing SLAs and monitoring thresholds.

Responsibilities

• Own the chargeback process end-to-end across processors and networks.
• Build representment playbooks and templates to improve win rates and recovery.
• Monitor card-network programs to stay below ratio thresholds.
• Manage dispute queues to meet response deadlines.
• Resolve various disputes with fair, well-documented decisions.
• Partner with Fraud Operations to separate fraud from service issues.
• Maintain dispute policies, decision trees, and escalation paths.
• Lead, coach, and develop the disputes team; manage vendors as needed.
• Track metrics and surface root causes to improve processes.

Skills

Disputes management

Chargebacks

Payments operations

Team leadership

Analytics

Tools

Verifi

Ethoca

Processor portals

Job description

Collectors Universe, Inc. is seeking a Head of Disputes Operations to lead the day-to-day disputes function across our marketplace and lending-related services.

You will own the full chargeback lifecycle—intake, investigation, evidence, representment, and recovery—while maximizing recovery and maintaining regulatory thresholds. You will manage a team, develop playbooks, and partner with Fraud Operations to distinguish true fraud from service issues, ensuring timely, defensible decisions and